Process and Requirements

Once the Service Portfolio Management Architecture and Implementation Roadmap has been reviewed and approved, the next stage of the project can begin in which the client’s detailed requirements are documented and the process definitions are customized to meet those requirements. This stage is offered at three levels of consulting services:

• Express – ISM supports client-managed project teams with service management expertise, proven planning techniques and best practices, workshop facilitation, process templates, and requirements/toolset automation strategies and plans.

• Standard – Includes services in Express plus service management strategies, process documentation and training, initiative marketing and communications, and mentoring/guidance throughout the solution implementation process.

• Premium – Includes services in Standard plus toolset design, software installation, software configuration/tailoring, management reports, solution testing, customer acceptance, and solution deployment into production.

Serving as the solution architect, ISM uses a proven workshop-based methodology in defining integrated ITIL® v3, COBIT®, CMMI®, and PMBOK®-based processes customized for the unique needs of the client. These process definition workshops are generally 4 hours in length and typically require 2 to 3 workshops for each process. Workshops are supported by “strawman” PowerPoint decks that both educate the participants and facilitate effective decision making.

This workshop-based approach focuses on the definition of requirements, business rules, data attributes, integration requirements, metrics, reporting requirements, and the matching of these requirements to the client’s selected tool set. ISM has successfully facilitated the integration of customized business processes with a number of software solutions, including CA (Clarity, Unicenter® Service Desk, and Asset Management), HP (Project and Portfolio Management Center (PPM), Service Management Center, and Asset Manager), Compuware (Changepoint®), BMC (Remedy, Magic), Front Range (HEAT, ITSM), Numara® (Track-It!®), Axios Systems (assyst), and Service-now.com.

Throughout the initiative, ISM performs training and mentoring of process managers on the governance processes and the inter-relationships to other IT business processes.

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